Customer Service Representative

• Role & responsibilities:
• Handling inbound calls for clients from the UK and Ireland.
• Assess property maintenance issues with the help of a script.
• Create tickets while on call, with minimal wait time or hold time.
• Quick on the keyboard and able to work simultaneously on multiple applications.
• Excellent spoken and written English mandatory,
• Review procedures and make decisions using all relevant resources to ensure appropriate action is taken.
• Completion of assigned tickets as required.
• Carrying out all duties in line with client procedures.
• Communicating with outsourced support/clients /residents and internal teams on issues and actions taken. (Where appropriate to do so, refers clients/Property Managers to more experienced Property Managers or Supervisors where information sought is beyond current knowledge level or where a client escalation procedure is documented).
• Providing relevant, timely and accurate information to client and caller where appropriate.
• Answering all calls appropriately (vary greeting, client specific), representing the client in a timely, professional and courteous manner. On outbound calls, offers clear introduction explaining the client they represent and the reason for their call.
• Information gathering logs all relevant detail, e.g. contact details, nature of the call, action required etc. Endeavouring to capture all relevant information succinctly and accurately. Confirms as required with caller to ensure all information is logged accurately.
• Responsible for maintaining a high level of professionalism and working to establish a positive rapport with every caller.
• Contacting company/client suppliers to instruct on action required and obtain status reports.
• Company website - www.adiuvo.org.uk

Preferred candidate profile

• Effective Communication; communicate in English effectively and accurately, both written and oral.
• Excellent listening skills and the ability to demonstrate empathy.
• Attention to detail, accurate data entry.
• Problem-solving as per SLA
• Handle calls with utmost professionalism.
• Able to analyse the situation and act accordingly.
• Ability to multitask, prioritise and manage time effectively.
• Flexible with various shift rosters.
• Good Attitude and discipline regarding shift adherence and protocols.
• Able to work with a team and a fast learner.
• Weekend working mandatory. Non-negotiable.
• Able to work night shifts.

Preferred Experience:

• Previous experience in a BPO/ Call centre (UK / Ireland)handling escalations or at a team leader level.
• Comfortably worked earlier night shifts.
• Able to handle 60 + calls with quick wrap-up time and AHT
• Good knowledge of customer service/contact centre or property management related background desirable, though not essential. • Earlier experience working with the UK market and familiarity with their geography, culture and accent.